EFILive has recently changed the way customers are offered technical support.

Previously, requests for help were made by email, forum posts and via telephone to our Sales Enquiries team. There is now a new centralized Help Desk that is used for all technical support requests.  Support requests made via email, forum posts and telephone will be responded to requesting customers use the new centralized Help Desk for assistance. The EFILive Help Desk will coordinate resources to resolve requests for help. 

The new EFILive support process is documented here and details a number of pre-requisites that must be met before lodging a request for support.   Most of our customers are already familiar with many of the support requirements, including updating software and firmware, checking the Knowledgebase for relevant articles as well as utilizing EFILive V8 software for read/flash issues prior to lodging a support request.

The EFILive Help Desk is accessed here.  The username and password are the same as the EFILive Forum.  If you do not already have an account you simply need to register as a new forum user.  Once logged into the Help Desk, select the Ask a Question link to create a new incident.   

 

Moving to a centralized support system will deliver improvements to our customers.  Documentation in the EFILive knowledgebase will be regularly updated, and customers will notice reduced time lines to issue resolution given the detailed information requested when a support ticket is lodged.